The new version of Helpdesk Pilot, 4.4.5, now adds a useful feature for staff members to be able to reply to tickets right from their email notifications. For the helpdesk staff on the move, this feature will now allow them to reply to a ticket right from the new ticket alert they receive on their mobile device.
Helpdesk Pilot 4.4.5 now allows multiple participants on a ticket. This feature is especially useful when multiple customers will be replying to a ticket and these replies will henceforth be appended to the same ticket. This feature uses the CC functionality in Helpdesk Pilot to function as the CC in a traditional email system.
You can now send rich text replies from your helpdesk system. A snazzy and useful rich text editor is now available on the staff reply page that will empower your staff members to send formatted text, add links to text, insert images(from an external source) and more.
You can now decide if you wish to re-open closed tickets when a reply from the customer is received. While in the previous versions, such a case would result in the ticket status being changed to 'Open' automatically, we realized (based on a lot of customers feedback too!) that this functionality would be better served as a setting.